Job Description & Skills/Qualifications Required
The Role - Quality Assurance & Training Analyst
We are seeking a dynamic and experienced Quality Assurance & Training Analyst to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role ensures operational excellence through comprehensive quality monitoring, training delivery, and performance development across eCommerce and Customer Service accounts. This role combines quality assurance oversight, training facilitation, nesting support, and hands-on workflow coverage to maintain minimum 95% quality standards and drive continuous improvement.
Key Responsibilities
- Quality Monitoring & Evaluation
- Conduct a minimum of two quality evaluations per workflow per agent each week across all channels, using consistent scoring for accuracy, compliance, soft skills, and customer experience
- Maintain a minimum 95% quality standard and complete all evaluations within 24 hours
- Perform targeted monitoring for underperforming agents and manage evaluation disputes professionally
- Analyze results to identify strengths, gaps, and improvement opportunities
- Calibration
- Lead and participate in fortnightly internal and external calibration sessions with QA, Operations, Training, and Clients
- Ensure scoring alignment, document outcomes, address edge cases, and maintain 95% inter-rater reliability
- Training Development & Delivery
- Design and deliver onboarding, refresher, and upskilling training programs
- Create and maintain training materials including presentations, job aids, e-learning content, and LMS courses
- Conduct mandatory closed-book assessments, achieving a minimum 95% pass rate
- Update training calendars quarterly and refresh materials within five business days of process or policy changes
- Nesting & New Hire Support
- Provide hands-on support during the 2–4 week nesting period, including daily check-ins, live monitoring, and real-time coaching
- Track quality, handle time, and first-contact resolution, conduct nesting assessments, and confirm readiness for independent work
- Ensure 90% of new hires complete nesting within the defined timeframe
- Coaching & Performance Management
- Deliver structured coaching based on QA findings and provide live feedback
- Implement and monitor Performance Improvement Plans for agents below quality thresholds
- Document all coaching activity and track post-coaching performance improvements
- Audits, Compliance & Risk Management
- Ensure 100% PCI DSS compliance and adherence to security, policy, and brand standards
- Conduct compliance audits, identify error trends, investigate complaints, and escalate risks within 24 hours
- Maintain up-to-date knowledge of regulatory and industry requirements
- Workflow Coverage & Knowledge Retention
- Maintain cross-training across at least two eCommerce workflows
- Spend regular time on live workflows to retain product and process knowledge
- Provide coverage during peak periods, absences, or escalations while maintaining quality standards
- Reporting & Analysis
- Produce accurate weekly quality and monthly training reports covering performance trends, calibration outcomes, compliance findings, and training effectiveness
- Analyze data to identify skill gaps, measure training impact, and recommend targeted improvement initiatives
Experience & Skills
Required:
- 2+ years of experience in Quality Assurance and/or Training (contact center environment)
- Experience with eCommerce or customer service operations
- Strong coaching, feedback, and facilitation skills
- Proficient in MS Office, CRM systems, and LMS platforms
- Understanding of PCI DSS compliance standards
- Ability to handle disputes and complaints objectively
- Excellent analytical and reporting skills
Preferred:
- Certification in Quality Management (COPC, Six Sigma) or Training & Development
- Experience conducting calibration sessions with clients
- Multi-account management experience
- Background in cross-functional team collaboration
- Experience with workflow coverage and hands-on customer service delivery
Application Process
Applications are closing on Wednesday 18 March 2026
Job Functions
Industry
Other Information (Attachments)
The company currently employs in excess of 2,000 employees globally: Centrecom Malta comes with brand new premises that cater for 450+ workstations; Centrecom Fiji has a newly expanded location which caters for 200 workstations; and Centrecom offices in the USA, Australia, New Zealand, Libya and Morocco, cater for an additional 100 workstations.
Our dynamic team, together with the global reach of our offices’ location, remain our most valuable asset, allowing us the flexibility to cater for a 24/7 cost-effective solution bringing together a range of quality-driven services. We assure the highest levels of proficiency by employing high quality employees that are either native speakers or second language speakers, and have all the required skillset to support our clients across the different business sectors.